Medallia’s PDF for utilities highlights how integrating contact center and digital insights improves customer experience and operational efficiency. Digital is now central to a utility’s brand, yet breakdowns often drive customers to contact centers. These centers hold valuable insights but are typically siloed. Medallia recommends capturing and analyzing every customer interaction using AI and speech analytics to uncover root causes, reduce repetitive issues, and improve self-service tools. Real-time feedback and unified platforms enable proactive solutions, lower call volume, and foster seamless experiences that enhance satisfaction, retention, and cost savings.

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